At a Glance
- Tasks: Handle customer complaints and ensure a positive experience with proactive communication.
- Company: Join Pimlico Plumbers, London's largest independent servicing company with a strong reputation.
- Benefits: Competitive salary, career growth opportunities, and a supportive team environment.
- Other info: Be part of a dynamic team within a rapidly growing company.
- Why this job: Make a real difference by resolving customer issues and enhancing service quality.
- Qualifications: Experience in customer complaint resolution and strong communication skills required.
The predicted salary is between 25000 - 30000 £ per year.
At Pimlico Plumbers, we're not just London's largest independent servicing and maintenance company, we're also leaders in driving sales through top-tier customer service. Since 1979, our growth has been fuelled by our commitment to excellence, both in the quality of our services and the effectiveness of our sales strategies. As part of the Neighbourly family, we now have even more resources and broader opportunities for career growth in the service industry.
As the primary point of contact for customer complaints, you are essential in safeguarding the company’s reputation and ensuring a positive customer experience. You are responsible for managing complaints professionally and efficiently, while maintaining high standards of service.
Experience:- Previous experience in a customer complaints resolution role.
- Ability to manage challenging situations calmly and professionally, ensuring timely and effective resolution that maintains customer satisfaction.
- Experience using complaint management systems and following escalation procedures is highly desirable.
- Accurately log and document customer complaints received via phone and email.
- Record all relevant details, including the nature of the issue, customer information, and timestamps.
- Conduct detailed investigations into customer complaints.
- Collaborate with franchisees, internal departments, and line managers to gather necessary information.
- Identify root causes to support effective resolution.
- Maintain proactive communication with customers throughout the resolution process.
- Provide regular updates on progress and expected timelines.
- Manage customer expectations with clarity and empathy.
- Take full ownership of each complaint.
- Ensure timely resolution by taking all necessary actions to meet customer satisfaction.
- Uphold a high standard of professionalism from initial contact to final resolution.
- Contact recently serviced customers to assess satisfaction levels.
- Actively seek feedback to identify opportunities for improvement.
- Use insights to enhance service quality.
- Engage with customers to encourage positive reviews on platforms such as Google, Trustpilot, and Facebook.
- Highlight the importance of their feedback in supporting the company’s reputation and growth.
- Open & Clear Communication
- Customer Focused
- Organised
- Self-Motivated & Hardworking
- Problem Solver
- Proactive & hands-on
- Team player
- Efficient Complaint Resolution: Resolve all customer complaints within agreed timescales.
- Demonstrate a strong commitment to effective complaint handling.
- Timely Review Responses: Respond promptly to customer reviews, both positive and negative, on relevant platforms.
- Use approved response templates to ensure consistency and address concerns within 48 hours.
Customer Services Assistant-1 in London employer: Neighborly
At Pimlico Plumbers, we pride ourselves on being London's largest independent servicing and maintenance company, offering a vibrant work culture that prioritises excellence in customer service. As part of the Neighbourly family, employees benefit from extensive career growth opportunities and a supportive environment that encourages proactive communication and teamwork. Join us to be part of a dynamic team where your contributions directly impact customer satisfaction and the company's reputation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Assistant-1 in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Neighborly. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Neighborly before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Assistant-1 in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Neighborly:Your cover letter is your chance to shine! Tell us why you want to work at Neighborly specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Neighborly!
How to prepare for a job interview at Neighborly
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
